ADA Kiosk Software Requirements: A Guide for Public Entities and Vendors

This content originally appeared on TPGi and was authored by David Sloan

Every day, public entities use digital tools to provide citizens with essential services, such as helping someone apply for housing, look up a bus route, renew a non-driver ID card, access online learning portals, or participate in a local meeting. These interactions are supported through channels like websites, mobile apps, and kiosks. 

But there’s a disconnect. While public entities might think about providing essential functionality and content, accessibility often remains an afterthought. And that’s a problem both for users with disabilities and for the entities themselves. 

If a public entity provides services, programs, or activities using digital tools that are inaccessible to people with disabilities, they likely aren’t compliant with the Americans with Disabilities Act (ADA). 

And with the Department of Justice’s new Title II rule for web content and mobile apps finalized in 2024, that compliance gap is about to become much more visible and enforceable. 

Let’s break down what the ADA actually requires from digital platforms, what the new rule clarifies, and how public entities and their technology vendors can meet their obligations without getting overwhelmed. 

The ADA Covers Digital as Well as Physical Environments 

Often, conversations around ADA compliance focus on physical: things like wheelchair ramps, elevators, hearing induction loops, and accessible restrooms. But the law goes much further. It requires effective communication and equal access, no matter the format. That includes digital formats. 

So, if a resident can pay their taxes or apply for a transit pass online, someone who uses assistive technology like a screen reader needs to be able to do that too, independently and with confidence. The goal is simple: give people with disabilities the same access as everyone else, on the same terms. 

Whether you’re a city government, a school district, a public university, or a state agency, if you provide public-facing digital services, you’re covered under the digital accessibility requirements of Title II of the ADA. And if you’re a vendor supplying digital tools or services to public entities? You’re part of the solution or the risk. 

What the 2024 Title II Rule Changes 

Until recently, digital accessibility requirements under the ADA were mostly defined by case law and guidance. That changed in April 2024. 

The DOJ finalized a rule that makes things much clearer: public entities that serve 50,000 or more people must ensure their web content and mobile apps meet the requirements of the Web Content Accessibility Guidelines (WCAG) 2.1 AA by April 24, 2026. That’s now the official benchmark. 

This doesn’t mean smaller entities are off the hook; they have an extra year to meet the same requirements. But for large agencies, the clock is ticking faster. And while the rule specifically focuses on websites and apps used to provide public services and programs, it sends a strong signal about the Department of Justice’s expectations for accessibility on all digital platforms, from interactive kiosks to employee-facing applications. 

This rule raises the bar, making digital accessibility as essential to public service delivery as security, usability, and design. 

So, What Does ‘Accessible’ Actually Mean? 

Accessibility, in digital terms, means your software works for everyone, including people with disabilities that affect vision, hearing, mobility, speech, cognition, learning, attention, communication, or memory. 

That might sound technical, but it boils down to several practical design decisions: 

• Can a screen reader user understand the structure of a webpage or document? 
• Is it possible to navigate and operate functionality without using a mouse? 
• Can someone who can’t perceive certain colors understand the information provided? 
• Does the app allow enough time to complete an activity without timing out? 
• Do forms clearly indicate what data must be entered, and when an input error occurs, provide users with support in correcting errors? 
• Are users able to turn off or avoid accessing moving or flashing content?   
• Has multimedia content been provided with captions, transcripts, and audio description? 

 These are common needs that affect real people every day, and addressing them tends to make digital experiences clearer, faster, and easier for everyone. 

You’re Not Starting from Scratch 

The ADA doesn’t leave agencies or vendors to figure this out alone. The Department of Justice provides a range of guidance documentation on the new ADA Title II rule. And the Web Content Accessibility Guidelines (WCAG) provide a detailed, internationally recognized framework for web and mobile accessibility.  

WCAG 2.1 AA (referenced directly in the DOJ rule) is a globally recognized baseline of requirements for making websites perceivable, operable, understandable, and robust when used with different browsers and assistive technologies. 

Accessibility might seem like a moving target, but these frameworks help bring structure to the process of building and maintaining accessible websites and apps. And if your team or vendor already follows WCAG, you’re well on your way to meeting ADA requirements too. 

Why Accessibility Deserves a Bigger Seat at the Table 

Yes, legal exposure is real. Organizations have faced lawsuits over inaccessible digital experiences, and there’s growing scrutiny both from advocacy groups and the DOJ.  

Netflix and FedEx aren’t outliers. They’re reminders that digital accessibility is enforceable under the ADA. 

 But compliance alone shouldn’t be the finish line. Accessible platforms make public services more usable for everyone. They reduce friction, minimize support calls, and help people complete tasks at their convenience, not just during business hours. 

They also reflect the values most entities already hold, such as inclusion, trust and equity. If you want residents to trust your services, they need to know they can access them independently, reliably, and with dignity. Accessibility delivers that. 

The Path Forward 

If you work for a public entity, now is the time to ask: 

• Are our digital platforms accessible today? 
• Are our vendor-supplied tools and content built with WCAG in mind? 
• Do our procurement processes include accessibility as a requirement rather than an optional add-on? 

If you’re a vendor providing digital tools or services to public entities, are you ready to field questions on how your offerings will help public entities meet their Title II obligations? This is a huge opportunity for you to help your public sector customers and to optimize the quality of your tools and services.  

You don’t need to have all the answers today. But you do need to start asking the right questions. 

At TPGi, we’re partnering with organizations across the public sector to help them meet the new Title II standards, improve usability, and build digital systems that serve everyone.

The post ADA Kiosk Software Requirements: A Guide for Public Entities and Vendors appeared first on TPGi.

This content originally appeared on TPGi and was authored by David Sloan